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How Often Do You Have To Restart Your Xfinity Gateway To Restore (Only) Internet WiFi Service?
I have a problem with Xfinity Internet service that does not seem to impact CATV, probably because the incoming coax splits with one feed to the gateway and the other to the CATV set top box. There are no aftermarket items in the network, just an XB7 gateway and three Xfinity Pods (Gen 1), customized to a large home (meaning that I tried staging with two and that wasn't enough). My inbound service speed routinely pegs about 110-114% of rated by any measurement app.
Rebooting the gateway works, IF the gateway accepts the command through the Xfinity phone app. Sometimes the app doesn't find the gateway and acts like Alexa ... "Sorry, I don't understand that." Then, physically unplugging and reconnecting the power does the task. This occurs frequently, often several times a day, then goes away for days or weeks at a time. Verify at least weekly that all coax connections are secure and firmly engaged (just snugged, not overtightened).
It affects only WiFi items, which is virtually everything in the home. Very infrequently experience image distortion (pixels) of a video feed through the STB or streaming an ethernet connection direct from gateway to TV; however, these don't generally coincide with the WiFi issues in which streaming to a mobile device is impossible.
I initially thought that it might be the large number of IOT (Internet of things) devices that I have on the network. However, most of them are relatively passive (yes, they all do some measure of polling, but this gateway should be far more robust than to be bothered by that low traffic demand), I see that many others who don't cite IOT applications have the same service disruption issue requiring a gateway reboot, and that this has been a recurring problem for more than a year.
Any ideas? (this is sarcasm to lighten things up) If it's the government snooping, we're all entitled to them splitting the cost of our cable bill. (more sarcasm to match) I also wish that the land line service from the gateway dropped out like the Internet occasionally does for all the spam calls we receive.
XfinityAldrik
Official Employee
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1.6K Messages
4 months ago
Thank you for reaching out to us @pmdta76! I really appreciate all these details. I also have the XB7 in my home, my wireless devices include 8 home automation devices such as smart bulbs and Alexa, a few video game consoles that are frequently used for online gaming, a few smart TVs wirelessly connected, some laptops/MacBooks, and smart phones. I rarely have to restart the wireless gateway outside of refreshing its signal by unplugging it from the power for a full minute after an internet interruption has occurred.
Our smart TV that is the furthest from the modem will experience some pixelation issues but not with every video. We typically pause the show or movie for a minute and then resume it to reduce pixelation.
The issue you are experiencing appears to impact all wireless devices at the same time. Could you please send our team a direct message with your full name and full address? I’d like to take a further look at the signals going to the modem since the Xfinity app has be unsuccessful with troubleshooting this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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